2025 Foreign Trade Business Full Process Standard SOP Script White Paper, everyone should get a copy now!

In daily foreign trade operations, communication skills are crucial and crucial. Below is a library of SOP templates covering the entire foreign trade process, combining standard business procedures with practical communication scenarios for new foreign trade professionals to consider!

1. Customer development stage speech skills

1. Email Talk

Opening greeting:

When contacting someone for the first time, you can use "Dear [customer's name]" (if you know the customer's name); if you don't know the customer's name, you can use "Dear Sir/Madam." When replying to a customer's email, start with a thank you, such as "Thank you for your email dated [specific date]." You can also send greetings based on different holidays or seasons, such as "Hope this email finds you well during this beautiful spring season."

Company and product introduction:

Briefly introduce your company: "Our company, [Company Name], has been a leading manufacturer/supplier in the [Industry Name] industry for over [X] years. We are committed to providing high-quality products and excellent customer service."

When describing a product's strengths, say, "Our [product name] stands out in the market due to its advanced technology, superior quality, and competitive price. It has been well - received by customers from [list some major market countries or regions]."

Conclusion

Express anticipation for a response, such as "I'm looking forward to your kind reply at your earliest convenience." Or offer suggestions for next steps, such as "If you have any questions or need further information, please don't hesitate to contact me. We can also arrange a call or meeting to discuss in more detail." Conclude with a greeting, such as "Best regards," "Kind regards," or "Sincerely."

2. Social Media Talk

Greeting: On business social platforms like LinkedIn, you can say, "Hello, [client name]. I noticed your great achievements in the [industry] field and would like to connect with you." On platforms like WhatsApp and Facebook, if you add a client by phone, you can briefly introduce yourself, "Hi, this is [your name] from [company name]. I hope this message finds you well."

Product highlights : "Our new - launched [product name] has some amazing features. For example, it has a [unique feature] that can greatly improve [customer's work/usage scenario] efficiency. Many of our existing customers have given positive feedback on it."

Facilitate interaction: Ask questions like, "What do you think are the biggest challenges in the [industry] currently? I'd love to hear your thoughts." or share interesting industry-related content like, "I came across an interesting article about the latest trends in the [industry]. I thought you might be interested. [Share the link if possible]."

(3) Telephone conversation skills

Answering the phone: Start with a polite greeting, "Good morning/afternoon/evening. This is [your name] from [company name]. May I speak to [client name]?" If the person on the other end isn't the one you're looking for, say, "Sorry to trouble you. Could you please transfer me to [client name]? Or do you know when I can reach him/her?"

Introduce yourself and your purpose: “I'm calling to introduce our company, [company name], and our products/services that might be of great value to your business. We specialize in [briefly introduce the main business]. Then, mention your understanding of the client's business: “I've done some research on your company, and I found that our [product/service] could potentially solve some of the [problems/challenges] you might be facing, such as [specific problems].

End the call : If the customer is interested, agree on a follow-up method and time, "Great! It seems that you're interested. I'll send you more detailed information by email. And we can arrange a meeting or another call next [specific time] to further discuss how we can cooperate. Looking forward to it." If the customer is not interested at the moment, remain polite, "Thank you for your time anyway. If you change your mind or have any needs in the future, please feel free to contact me. Have a nice day!"

(4) Development of conversation skills

Booth Reception : When customers arrive at your booth, greet them warmly with a smile, "Welcome to our booth! I'm [your name] from [company name]. Are you interested in our products? Let me show you around." As you lead them around, highlight your star products, "This is our best-selling [product name]. It has a very unique design, and compared with similar products on the market, it has [list the advantages].

Engagement: Ask customers about their needs: "What kind of products are you mainly looking for in this exhibition? Maybe we can find a suitable solution for you." Share success stories: "We have many successful cooperation cases. For example, [mention a well-known client], they have been using our products for [X] years and have achieved [specific achievements].

Gather information: At the end of the conversation, get the customer's contact information. Inform them, "It's been a great pleasure talking to you. Could I have your business card? Or may I know your email address and phone number? We'll keep in touch and send you more product information." Also, invite them to follow up with "After the exhibition, we can have a more in-depth discussion about the cooperation. I'm looking forward to it."

2. Inquiry handling process and speech skills

(1) Demand confirmation techniques

Ask for product details:

If the customer is inquiring about a specific product, respond with “Thank you for your inquiry. To better understand your needs, could you please let me know the specific specifications you require for the [product name], such as size, color, material, or any special features?” For an electronic product, you could ask, “For the [electronic product], do you have any preferences regarding the battery life, processing speed, or storage capacity?”

Understand the usage scenarios:

"May I know in what kind of scenarios you will be using the [product]? This will help us recommend the most suitable product to meet your actual needs." If it's a furniture product, you could further ask, "Is it for a home office, a living room, or a commercial space like a hotel lobby?"

Confirm quantity requirements : "Could you give me an estimate of the quantity you are planning to purchase? Whether it's a small-scale trial order or a large-scale bulk purchase, we can provide corresponding solutions and quotations." For first-time customers, you can also say, "For the first-time cooperation, if you are not sure about the quantity, we can also discuss a reasonable quantity for a trial order based on your market situation."

(2) Product recommendation techniques

Highlight product advantages:

When introducing a product, emphasize "Our [product name] has several remarkable advantages. Firstly, it is made of high-quality [material], which ensures its durability and reliability. Secondly, it adopts advanced [technology], enabling it to perform better than similar products in the market." If the product has an energy-saving advantage, you could say "Moreover, this product is highly energy-efficient. It can save up to [X]% of energy consumption compared with traditional products, which will significantly reduce your operating costs in the long run."

Describe the product features:

"One of the unique features of our [product] is its [feature description]. For example, it has a [unique design] that makes it more convenient to use and easier to maintain." If the product has intelligent features, you could elaborate by saying, "Our [product] is equipped with intelligent [function], which can automatically adjust according to different working conditions, providing you with a more intelligent and user-friendly experience."

Compare and contrast competing products: "Compared with our competitors' products, our [product] stands out in many aspects. For instance, while most similar products on the market only offer [competitor's feature], our product not only has this feature but also adds [our unique feature], which can better meet your complex needs." You can also use data comparison to illustrate, "In terms of price - performance ratio, our product is [X]% more cost - effective than the average price of similar products in the market, without sacrificing quality."

(3) Objection handling techniques

Price objection:

When customers feel the price is high, respond with "I understand your concern about the price. However, our price is determined based on the high-quality materials, advanced production technology, and excellent after-sales service we provide. Compared with other products in the market, although our price seems a bit higher, in fact, you will get more value for money in the long term. For example, our product has a longer service life, which can reduce your replacement costs." or offer a solution with "If you are interested in our product but have a tight budget, we can also discuss some options with you. For example, if you increase the order quantity, we can offer you a certain discount."

Quality objection:

When customers have questions about quality, respond with, "Our company has strict quality control systems in place. All our products go through multiple quality inspections before leaving the factory to ensure that they meet the highest international standards. We have also obtained [list relevant quality certifications] certifications. In addition, we can provide you with product samples for your inspection and testing. If there are any quality problems during the use of our products, we will be fully responsible for replacement or compensation." You can also share success stories, such as, "Many well-known companies, such as [list some well-known clients], have been using our products for a long time and have given us very positive feedback on the quality."

Delivery date objection:

When customers are concerned about delivery time, you can explain, "Thank you for your concern about the delivery time. Currently, our production capacity allows us to complete the order within [quoted delivery time]. However, if you have an urgent need, we can arrange for overtime production or adjust the production schedule to prioritize your order. But this may involve some additional costs. What do you think?" or provide progress tracking, "We will keep you updated on the production progress regularly. You can also contact us at any time to inquire about the status of your order. We will do our best to ensure that the goods are delivered to you on time."

3. Quotation stage speech skills

(1) Cost accounting explanation

Provide a comprehensive explanation of the cost components : "Dear customer, in order to provide you with a clear understanding of our pricing, I'd like to break down the cost components of our [product name] for you. The raw materials cost accounts for [X]% of the total cost. We use high-quality [raw material name], which is sourced from reliable suppliers to ensure the quality and durability of our products. For example, in the production of our [electronic product], we use [specific high-quality electronic component], which is more expensive but can greatly improve the performance and stability of the product."

Explanation of labor costs : "The labor cost is another significant part, accounting for [Y]%. Our workers are highly skilled and experienced in [production process]. They have received professional training to ensure that each product is produced with precision and care. In addition, we follow strict labor laws and regulations, providing good working conditions and reasonable wages to our employees, which also contributes to the quality of our products."

Transportation and other cost supplement: "Transportation costs, including domestic and international shipping, packaging, and handling fees, make up [Z]% of the total cost. For international shipping, we usually choose reliable shipping companies to ensure the safe and timely delivery of your goods. Also, packaging materials are carefully selected to protect the product during transportation. For instance, we use [special packaging material] for our [fragile product] to prevent damage. There are also other costs such as research and development, quality control, and management expenses, which are all necessary to maintain the high - quality standards of our products."

(2) Price negotiation skills

Dealing with price negotiations: "I understand your desire to get a better price, and we always strive to provide the best value for our customers. However, as I mentioned before, our price is already very competitive considering the high - quality materials and excellent craftsmanship we use. But if you increase the order quantity to [specific quantity], we can offer you a discount of [X]%. This way, you can not only get a more favorable price but also ensure a sufficient supply of products for your market."

Justify your price: “Our price is determined based on a comprehensive consideration of various factors. The quality of our products is top-notch in the industry, and we have obtained [list relevant quality certifications] certifications, which guarantees the high-quality performance of our products. Moreover, we provide excellent after-sales service, including [list after-sales service items], which also adds value to the price. Compared with some low-price products in the market, although our price seems a bit higher, in the long run, you will save more costs due to fewer quality problems and longer service life.”

Offer price adjustments when appropriate : "If you are interested in our product but still have concerns about the price, we can also discuss some adjustments. For example, if you are willing to change the payment terms to [suggested payment terms], such as 100% TT in advance, we can offer a price reduction of [X]%. Or if you agree to a longer-term cooperation contract, say [number of years], we can provide you with a more favorable price."

(3) Additional service description words

After-sales service description : "In addition to the high-quality product itself, we also provide comprehensive after-sales service. Once you purchase our product, you will enjoy a warranty period of [number of months/years]. During this period, if there are any quality problems, we will provide free repair or replacement services. We also have a professional after-sales service team that is available 24/7 to answer your questions and solve any problems you may encounter. For example, if you have any questions about product operation, our team can provide remote guidance immediately."

Technical support introduction: "Our company has a strong technical R & D team. If you need any technical support during the use of our product, such as customization of software functions for our [technical product], our technical team can provide professional solutions. We also offer regular technical training to our customers to help them better understand and use our products. For instance, we can arrange on-site training sessions or online video tutorials according to your needs."

Customization service description: "We understand that different customers may have unique requirements, so we offer customization services. Whether it's customizing the product's appearance, function, or packaging, we can work with you to meet your specific needs. For example, if you want a special logo or color for our [product], or need to add some specific functions to meet your business requirements, we can customize the product accordingly. However, please note that customization may involve some additional costs and longer production times, but we will try our best to minimize the impact and provide you with the best - tailored solution."

(IV) Talking to customers who ask for lower prices

State the bottom line and give reasons : "Dear customer, we truly value your business and understand your concern about the price. However, our current offer is already at a very competitive level, and the profit margin is quite slim. As I've detailed before, the cost of raw materials, labor, and other aspects is relatively high. We've tried our best to optimize the cost-effectiveness, but there's really no room for further price reduction. But we can ensure that you'll receive a high-quality product and excellent service."

Shift the focus to emphasize value: “I appreciate your effort to get a better price, but let's also consider the value our product brings. Our [product name] has unique features and advantages that can significantly improve your [customer's work/usage scenario] efficiency. For example, [list the unique features and their benefits]. Compared with other products in the market, it can help you save [X]% of [cost/time, etc.] in the long run. So, the price is actually a worthy investment considering the long-term returns.”

Propose alternatives: “If the current price is still a concern for you, we can explore some alternative solutions. For example, we have a basic version of the product that has most of the core functions but at a lower price. Or we can adjust some non-essential features according to your needs to reduce the cost. What do you think of these options?”

4. Sample application and delivery techniques

(1) Sample policy language

Sample charge explanation : "Dear customer, thank you for your interest in our products and your request for samples. Regarding the sample policy, generally, we do charge for samples. The sample fee is calculated based on the actual cost of production, which includes raw materials, labor, and a reasonable profit margin. For example, the sample fee for our [product name] is [specific amount]. This is to ensure that we can cover the costs incurred in preparing and providing the samples."

How to handle sample fees after placing an order : "If you place an order with us in the future, the sample fee you paid will be fully deductible from the total order amount. For instance, if your order amount is [order amount] and the sample fee is [sample fee amount], you only need to pay [order amount - sample fee amount] when making the payment for the order. This way, you can get a better understanding of our product quality through the sample, and at the same time, the sample fee will not be a waste of your cost."

Special case free sample description: “However, under certain circumstances, we may provide free samples. If you are an existing long - term customer with a good cooperation history, or if your potential order quantity is large enough, we can consider offering free samples as a gesture of our appreciation for your business. For example, if your potential order quantity reaches [specific quantity], we will waive the sample fee. But in most cases, for new customers or small - scale inquiries, we do charge the sample fee as mentioned above." (However, in some cases, we may charge the sample fee as mentioned above.) If you are a long-term existing customer with a good history of cooperation, or if your potential order quantity is large enough, we may consider providing free samples to express our gratitude for your business. For example, if your potential order quantity reaches [specific quantity], we will waive the sample fee. But in most cases, for new customers or small batch inquiries, we will charge the sample fee as mentioned above).

(II) Logistics tracking

Inform the express order number and estimated delivery time: “Dear customer, we have sent out your sample via [express company name] on [shipment date]. The tracking number is [tracking number]. You can track the shipment status on the official website of the express company. According to the estimated delivery time provided by the express company, the sample is expected to arrive at your location within [number of days] days. Please feel free to let me know if you have any questions during the tracking process.” (Dear customers, we have sent your samples through [Date of delivery] through [Coupon Company Name]. The express order number is [Tracking Number]. You can track the status of the goods on the official website of the express company. According to the estimated delivery time provided by the express company, the samples are expected to be delivered to your location within [Date] days. If you have any questions during the tracking process, feel free to let me know).

Sample signing reminder : “Once the sample is delivered and signed for, the express company will update the status on the tracking system. As soon as we see that it has been signed, we will inform you immediately. You can also set up notifications on the express company's website to be notified when the sample is received. We hope you will receive the sample in good condition and look forward to your feedback on the sample quality.” (Once the sample is delivered and signed for, the courier company will update the status in the tracking system. We will notify you immediately as soon as we see the sample has been signed for. You can also set up notifications on the courier company's website to receive a reminder when the sample is received. We hope you will receive a sample intact and look forward to your feedback on the quality of the sample).

Logistics delay communication : "We regret to inform you that there seems to be a delay in the delivery of your sample. According to the information from the express company, [reason for delay, such as bad weather, customs inspection]. Currently, the estimated new arrival time is [new estimated arrival date]. We are closely monitoring the situation and will keep you updated. We apologize for the inconvenience caused by the delay and hope you can understand. If you have any concerns or special requirements, please let us know, and we will do our best to assist you." (I am sorry to notify you that there seems to be a delay in shipping your sample. According to the express company, [the reasons for delay, such as bad weather, customs inspection]. At present, the new expected arrival time is [the new expected arrival date]. We are paying close attention to the situation and will update it at any time. We apologize for the inconvenience caused to you by the delay and hope you can understand. If you have any concerns or special requests, please let us know and we will do our best to help you).

(III) Cost description

"Dear customer , regarding the costs for the sample shipment, the sample fee is [sample fee amount], which is calculated based on the production cost as I mentioned before. And the shipping fee is [shipping fee amount], which depends on the weight, volume of the sample, and the destination. For example, if the sample is sent to [destination country/region], due to the long - distance transportation and high - cost shipping routes, the shipping fee is relatively high. The shipping fee is paid directly to the express company, and we will provide you with the official invoice for the shipping fee if you need it." (Dear customer, the shipping fee is paid directly to the express company, and we will provide you with the official invoice for the production cost if you need it." (Dear customer, the shipping fee is paid directly to the express company, which is calculated based on the production cost I mentioned earlier. The shipping fee is [Free Amount], which depends on the weight, volume and destination of the sample. For example, if the sample is sent to [Destination Country/Region], the shipping fee is paid directly to the express company, and we will provide you with the official invoice for the shipping fee if you need it."

"The total cost for the sample and shipping is [total cost amount]. You can pay this amount through [list available payment methods, such as bank transfer, PayPal]. For bank transfer, our bank account information is as follows : [bank name, account number, account holder name, SWIFT code (if applicable)]. If you choose PayPal, you can directly send the payment to our registered PayPal email address: [PayPal email]. Please make sure to complete the payment within [payment due date] so that we can arrange the sample shipment as soon as possible.” (The total cost of the sample and shipping is [total fee amount]. You can pay this fee by [list available payment methods, such as bank transfer, PayPal]. For bank transfers, our bank account information is as follows: [Bank name, account number, account holder name, SWIFT code (if applicable)]. If you choose PayPal Payment, you can send the payment directly to our registered PayPal email address: [PayPal Email]. Please make sure to complete the payment before [Payment deadline] so that we can arrange sample delivery as soon as possible).

"To avoid any misunderstandings or disputes in the future, we want to make it clear about the cost details. Once the payment is made, it is non - refundable except in cases of product quality issues. If you have any questions or need further clarification about the costs, please feel free to contact us before making the payment. We will be happy to answer all your questions and ensure that you fully understand the cost structure.” (To avoid any misunderstandings or disputes that may arise in the future, we want to clarify the details of the fee. Once paid, no refund will be given unless there is a product quality issue. If you have any questions about the fee before payment or need further clarification, feel free to contact us. We are happy to answer all your questions to make sure you fully understand the cost composition).

5. Order confirmation speech

(I) Contract Terms and Conditions

Product specifications : "Dear customer, regarding the product specifications in the contract, for the [product name], the length is [specific length], the width is [specific width], and the height is [specific height]. The material used is [material name], which is known for its [advantages of the material, such as high strength, corrosion - resistance]. These specifications are strictly in line with the requirements we discussed before, and we will ensure that each product delivered meets these standards precisely.” (Dear customer, regarding the product specifications in the contract, for [Product Name], the length is [Specific length], the width is [Specific width], and the height is [Specific height]. The material used is [Material Name], which is known for the advantages of [Materials such as high strength, corrosion resistance]. These specifications strictly meet the requirements we discussed earlier, and we will ensure that every product delivered meets these standards accurately).

Quantity confirmation : "We have clearly stated in the contract that the order quantity is [quantity]. Please double - check if this quantity meets your expectations. If there are any changes in the quantity, please let us know as soon as possible, as it may affect the production schedule and cost."

"The quality standard of our products is based on [specific quality standard, such as ISO [number] standard]. All products will go through strict quality inspections at every production stage. For example, in the [production process stage], we will conduct [specific inspection methods, like material composition testing, performance testing] to ensure that the quality of the final product meets the high - level requirements of This standard.” (The quality standards of our products are based on [specific quality standards, such as ISO [number] standards]. All products will undergo rigorous quality inspection at each stage of production. For example, during the [production process stage], we will conduct [specific inspection methods, such as material composition inspection, performance testing] to ensure that the quality of the final product meets the high level of requirements of this standard).

Packaging requirements elaboration: “In terms of packaging, we will use [packaging material, such as thick cardboard boxes with foam inserts] to ensure the safety of the products during transportation. Each product will be individually wrapped, and then packed in [packaging unit, like cartoons with a certain number of products per carton]. The outer packaging will also be marked with [necessary markings, such as product name, quantity, weight, and Handling instructions] for easy identification and handling.” (In terms of packaging, we will use [packaging materials, such as thick cardboard boxes with foam lined] to ensure the safety of the product during transportation. Each product will be packaged separately and then loaded into [packaging units, such as cartons for a certain number of products per carton]. The outer packaging will also be marked with [necessary identification, such as product name, quantity, weight and handling instructions] for easy identification and handling).

(II) Payment method

Introduction to payment methods : “Dear customer, we offer several payment methods for your convenience. Firstly, we accept Telegraphic Transfer (T/T). In this method, you can transfer the payment to our designed bank account. The process is relatively simple. After you make the transfer, please send us the bank transfer receipt so that we can confirm the payment. Secondly, we also accept Letter of Credit (L/C). L/C is a reliable payment method, which provides a guarantee for both parties. The issuing bank will pay us according to the terms and conditions specified in the L/C when we submit the compliant documents. Additionally, we can consider other payment methods such as PayPal for small - value transactions, but please note that PayPal may charge certain Fees.” (Dear customers, we offer several payment methods for your convenience. First, we accept wire transfers (T/T). In this way, you can transfer the payment to our designated bank account. The process is relatively simple. After you transfer, please send us a bank transfer receipt so that we can confirm the payment. Second, we also accept a letter of credit (L/C). A letter of credit is a reliable payment method that provides protection to both parties. When we submit documents that meet the requirements, the issuing bank will pay us according to the terms specified in the letter of credit. In addition, for small transactions, we may consider other payment methods, such as PayPal, but please note that PayPal may charge a certain fee).

Explain the operation process:

T/T operation process: “For T/T payment, first, you need to log in to your online banking or visit your local bank branch. Then, fill in our bank account information, including the bank name, account number, account holder name, and SWIFT code (if applicable). After the transfer is completed, please inform us of the transfer details, such as the transfer date, amount, and any reference numbers. Usually, the payment can be received within 1 - 3 working days, depending on the banks and the regions.” (For wire transfer payments, first, you need to log in to your online banking or go to your local bank branch. Then, fill in our bank account information, including the bank name, account number, account holder name, and SWIFT code (if applicable). After the transfer is completed, please inform us of the transfer details, such as the transfer date, amount and any reference number. Usually, the payment can be reached within 1 - 3 working days depending on the bank and region).

L/C Operation Process : “Regarding L/C, the first step is for you to apply for an L/C at your bank. Your bank will issue the L/C based on the terms and conditions we have agreed upon, such as the amount, shipment date, and document requirements. Once we receive the L/C, our team will carefully review it to ensure that all the terms are acceptable. Then, we will start the production and prepare the necessary documents according to the L/C requirements. After the goods are shipped, we will submit the documents to our bank, and our bank will forward them to your bank for payment processing.” (After the goods are shipped, we will submit the documents to our bank, and our bank will forward them to your bank for payment processing.” (After the goods are shipped, we will submit the documents to our bank, and our bank will forward them to your bank for payment processing.)

Emphasize precautions:

T/T Notes: “When making a T/T payment, please make sure to double - check the bank account information to avoid any transfer errors. Also, be aware that some banks may charge transfer fees, which could be borne by either party. It's better to clarify this with your bank in advance. If there are any issues with the payment, such as a delay in receipt, please contact us immediately so that we can work together to solve the problem.” (When making wire transfer payments, be sure to carefully check the bank account information to avoid any transfer errors. In addition, please note that some banks may charge transfer fees, which can be borne by either party. It is best to clarify this with your bank in advance. If there is any problem with the payment, such as delays in arrival, please contact us immediately so that we can resolve the issue together).

"For L/C, it's cruel to ensure that the terms in the L/C are consistent with our contract and the actual business situation. Any discrepancies could lead to payment delays or rejections. Please also note that the document requirements in the L/C are strict. We need to provide accurate and complete documents to meet the L/C requirements. If you have any questions or need to make any changes to the L/C terms, Please communicate with us in a timely manner before the L/C is issued.” (For letters of credit, it is crucial to ensure that the terms in the letter of credit are consistent with our contract and actual business situation. Any discrepancies can lead to payment delays or refusals. Also note that the documents in the letter of credit are strict. We need to provide accurate and complete documents to meet the requirements of the letter of credit. If you have any questions or need to make any changes to the terms of the letter of credit, please communicate with us in a timely manner before the letter of credit is opened).

(III) Delivery Commitment Speech

"Dear customer, we are committed to delivering your order within [normal delivery time, such as 30 - 45 days after receiving the deposit and confirming all the details]. Our production team has a well - established production plan and process. Once we receive your order and the payment (if required in advance), we will immediately arrange the production. We have a strict schedule to ensure that each production stage is completed on time, and we expect to ship the goods to you within the promised time frame.” (Dear customers, we promise to deliver your order within 30 - 45 days after receiving a deposit and confirming all details. Our production team has a complete production plan and process. Once your order and payment is received (if advance payment is required), we will arrange production immediately. We have a strict schedule to ensure that each production stage is completed on time and the goods are expected to be shipped to you within the promised time).

"However, there are some factors that may potentially affect the delivery time. For example, if there are shortages of raw materials in the market, it may cause a delay in the procurement process. Or unexpected events like natural disasters, transportation disruptions, or labor strikes could also impact the production and shipping schedules. In addition, if there are any changes in the product specifications or order quantity during the production process, it may require us to adjust the production plan, which could lead to a delay.” (However, there are some factors that may affect the delivery time. For example, if there is a shortage of raw materials in the market, it may cause delay. Or unexpected events such as natural disasters, transportation interruptions, labor strikes, etc. may also affect the production and transportation schedule. In addition, if there is any change in product specifications or order quantity during the production process, we may need to adjust the production plan, which may also cause delay).

“But please rest assured , we have a series of contingency plans in place to deal with these situations. In case of raw material shortages, we have established long - term relationships with multiple suppliers. We will immediately contact alternative suppliers to ensure the timely supply of raw materials. For unexpected events, we closely monitor the situation and communicate with relevant parties, such as shipping companies and logistics Providers, to find the best solutions. If there are changes in the order, we will communicate with you promptly to discuss the new situation and adjust the delivery time as reasonably as possible. We will always keep you informed of the production and delivery progress, and do our best to ensure that the goods reach you as soon as possible.” (But please rest assured that we have a series of contingency plans to deal with these situations. In the event of a shortage of raw materials, we have established long-term cooperative relationships with multiple suppliers. We will contact alternative suppliers immediately to ensure timely supply of raw materials. For unexpected events, we will closely monitor the situation and communicate with shipping companies, logistics suppliers and other relevant parties to find the best solution. If the order changes, we will communicate with you in a timely manner, discuss new situations, and adjust the delivery time as reasonably as possible. We will inform you of production and delivery progress at any time, and do our best to ensure that the goods arrive in your hands as soon as possible).

6. Production follow-up communication template

(I) Progress Reporting Skill

Periodic email report : “Dear [customer name], I hope this email finds you well. I'm writing to update you on the production progress of your order (Order No. [order number]). As of today, the raw material procurement has been completed, and the production has entered the assembly stage. So far, [X]% of the products have been assembled successfully. We expect to complete the entire production within [expected days] days as scheduled, and then move on to the quality inspection process. Please feel free to let me know if you have any questions or special requirements." (Dear [customer name], I write to you to update the production progress of your order (order number: [order number]). As of today, the raw material procurement has been completed and the production has entered the assembly stage. At present, [X]% of the products have been successfully assembled. We expect to complete all production within [estimated days of completion] as planned and then enter the quality inspection process. If you have any questions or special requirements, please feel free to let me know).

"Hi [ customer name], just to let you know the latest production status of your order. The production is going smoothly. We've finished the machining process and are now doing the surface treatment. It's estimated that we'll complete the production by [expected completion date]. I'll keep you updated."

(II) Question feedback speech

"Dear [customer name], I'm sorry to inform you that an unexpected issue has occurred during the production of your order. Due to [Specific cause of the problem, such as a machine breakdown in the production line], the production has been temporarily suspended. We immediately organized a team of technicians to conduct emergency repairs, and they estimate that it will take about [expected repair time] to fix the problem. As a result, the delivery time may be delayed by [Estimated Delay Days] days. We sincerely apologize for the inconvenience caused and will do our best to minimize the impact.” (Dear [Customer Name], we are sorry for the inconvenience caused and will do our best to minimize the impact.” (Deserve of the specific problem, production was temporarily interrupted. We immediately organized technicians for emergency repairs, who estimated that it would take approximately [Estimated Repair Time] to resolve the problem. Therefore, the delivery time may be delayed by [Estimated Delay Days] days. We sincerely apologize for the inconvenience caused and will do our best to minimize the impact).

Solution and follow-up plan communication : “Dear customer, we've come up with a solution to address the production issue. In addition to the emergency repair, we plan to allocate additional manpower and resources to the production line once the machine is repaired. This way, we can speed up the production process to catch up on the lost time. We'll also closely monitor the production progress to ensure that everything goes smoothly. We'll keep you updated on the progress Every day until the order is completed. Again, we're really sorry for the trouble, and we appreciate your understanding." (Dear customers, we have come up with solutions to the production problem. In addition to emergency repairs, we plan to allocate additional labor and resources to the production line once the machine is repaired. This way, we can speed up the production process and make up for the loss. We will also closely monitor the production progress to ensure everything goes smoothly. We will update the progress to you every day before the order is completed. Again, we apologize for the trouble you have caused you, thank you for your understanding).

(III) Quality confirmation speech

Quality control communication during the production process: “Dear [customer name], during the production process, we've been strictly following the quality control procedures. We conduct regular inspections at each production stage. For example, in the [production stage name] stage, we've carried out [specific inspection items, such as material quality tests] on [X]% of the products produced so far, and all the results have met our high - quality standards. We'll continue to maintain this high - level quality control to ensure that the final products meet your expectations." (Dear [customer name], we have strictly followed the quality control procedures during the production process. We conduct regular inspections at each stage of production. For example, during the [production stage name] stage, we have [specific inspection items] on [X]% of the products currently produced and all results meet our high quality standards. We will continue to maintain this high level of quality control to ensure that the final product meets your expectations).

Quality confirmation after product completion: “Dear customer, the production of your order has been completed, and we've conducted a comprehensive final quality inspection. All products have passed the inspection according to the [Quality Standard Name] standard. We've prepared detailed inspection reports, which I can send to you if you need. We're confident that the products will meet your quality requirements. If you have any questions or need further verification, Please feel free to let us know.” (Dear customers, your order has been produced and we have conducted a comprehensive final quality inspection. All products have passed the inspection according to [Quality Standard Name] standards. We have prepared a detailed inspection report and I can send it to you if you need it. We believe that the product will meet your quality requirements. If you have any questions or need further verification, please feel free to let us know).

7. Logistics and transportation speech

(I) Transportation method selection

Recommended speech on sea transportation: “Dear customer, considering the large quantity and relatively low - value - per - unit of your goods, ocean freight might be the most suitable transportation method for you. Ocean shipping has a large carrying capacity, which can meet your large - scale order requirements. For example, a 20 - foot container can usually carry around [X] tons of general cargo. And the cost - effectiveness is very high. In terms of cost, compared with other transportation methods, ocean freight is much lower, which can significantly reduce your logistic costs. However, it should be noted that the shipping time is relatively long. Generally, it takes about [number of days] days from [port of departure] to [port of destination]. But if you are not in a hurry for the goods and want to save costs, ocean freight is an excellent choice.” (Dear customers, considering the large quantity of your goods and the relatively low unit value, sea freight may be the best way to transport you. Sea freight is large and can meet your large order needs. For example, a 20-foot container can usually carry about [X] Tons of ordinary cargo. And the cost performance is very high. In terms of cost, the shipping cost is much lower than other modes of transportation, which can significantly reduce your logistics costs. However, it should be noted that the transportation time is relatively long. It usually takes about [days] from [departure port] to [destination port]. But if you don't have an urgent requirement for delivery time and want to save costs, shipping is an excellent choice).

Recommended air transport speech : "If your goods are high - value items, such as [specific high - value products like electronics, jewelry], or you have urgent delivery requirements, air freight would be a better option. The biggest advantage of air freight is its high speed. It can usually deliver the goods to your destination within [number of days] days, which is very suitable for time - sensitive products. For example, if You need to launch a new product in the market quickly, air freight can ensure that the goods arrive in time for the marketing plan. In addition, air freight also provides relatively high - quality handling and transportation services, which can better protect the safety of your goods. But the drawback is that the cost is relatively high, and the transportation volume is limited. So, if speed is your top priority, air freight is definitely worth considering.” (If your cargo is a high value item, such as [specific high value products, such as electronics, jewelry], or you have urgent delivery requirements, air freight will be a better choice. The biggest advantage of air freight is its fast speed. It can usually be found in [days] Deliver the goods to your destination within days, which is perfect for time-sensitive products. For example, if you need to launch new products on the market quickly, air freight can ensure that the goods arrive in time to match the marketing plan. In addition, air freight also provides relatively high-quality loading and unloading and transportation services, which can better protect the safety of your goods. But the disadvantage is that the cost is relatively high and the transportation volume is limited. So if speed is your top consideration, air freight is definitely worth considering).

Recommended speech on land transportation: “For goods transported to neighboring countries or regions, or if the transportation distance is relatively short, land transportation can be a practical choice. Road transportation, for instance, offers great flexibility. We can arrange door - to - door delivery, which means the goods can be directly transported from our factory to your warehouse, saving you the trouble of multiple transfers. It is also very convenient for small - scale orders. If it's railway transportation, it has a relatively large carrying capacity and is less affected by weather conditions compared to road transportation. For example, a freight train can carry a large amount of goods at one time. Although the speed of land transportation is generally slower than air freight, it is faster than ocean freight in short - distance transportation. And the cost is usually between air freight and ocean freight. So, depending on your specific situation, land transportation might be a good fit.” (For goods to neighboring countries or regions, or for relatively short transportation distances, land transportation may be a practical option. For example, road transportation, with high flexibility. We can arrange door-to-door transportation services, which means the goods can be shipped directly from our factory to your warehouse, saving the hassle of multiple transfers. It is also very convenient for small batch orders. If it is rail transportation, it carries a large load and is less affected by weather conditions compared to road transportation. For example, a freight train can carry a large amount of cargo at a time. Although land transportation is generally slower than air transportation, it is faster than sea transportation in short distances. And the cost is usually between air transportation and sea transportation. So, land transportation may be a good choice depending on your specific situation).

(II) Insurance instructions

"Dear customer, when it comes to transportation insurance , there are mainly three types: FPA (Free from Particular Average), WPA (With Particular Average), and All Risks. FPA mainly covers losses caused by natural disasters and accidents during transportation, such as shipwrecks, fires, and explorations. WPA not only includes the scope of FPA but also compensates for partial losses caused by natural disasters. All Risks, as the name implies, provide the most comprehensive protection. It covers all losses and damages to the goods during transportation, except for some special exclusions clearly stated in the insurance policy, like losses due to the inherent vice of the "(Dear customers, there are three main types of transportation insurance: Peace Insurance (FPA), Water Stain Insurance (WPA) and all insurance. Peace Insurance mainly covers losses caused by natural disasters and accidents during transportation, such as ship wrecks, fires and explosions. Water Stain Insurance not only includes the scope of Peace Insurance, but also compensates for some losses caused by natural disasters. All insurance, as the name implies, provides the most comprehensive protection. It covers all losses and damages of goods during transportation, except for some special exclusion responsibilities clearly stipulated in the insurance policy, such as losses caused by inherent defects of the goods themselves).

"The insurance amount is usually calculated based on the value of the goods. We generally recommend insuring the goods at 110% of the CIF (Cost, Insurance and Freight) value. This additional 10% is to cover potential profit margins and other related expenses. For example, if the CIF value of your goods is \(10,000, the recommended insurance amount would be \)11,000. This way, in case of any loss or damage to the goods during transportation, you can get more comprehensive compensation.”（保险金额通常根据货物的价值计算。我们一般建议按照CIF（成本、保险加运费）价值的110% 为货物投保。这额外的10% 是为了涵盖潜在的利润率和其他相关费用。例如，如果您货物的CIF 价值为10,000 美元，建议的保险金额将为11,000 美元。这样，万一货物在运输过程中发生任何损失或损坏，您可以获得更全面的赔偿） 。

保险费用说明：“The insurance premium is determined by several factors, including the type of goods, the transportation route, the insurance type, and the insurance amount. Generally speaking, the higher the risk of the transportation route and the more valuable the goods, the higher the insurance premium. For example, if the goods are fragile items or are transported to a region with unstable political or security conditions, the insurance premium will be relatively high. The insurance premium rate for general goods under All Risks insurance might be around [X]% of the insurance amount. So, if the insurance amount is \(10,000, the insurance premium would be approximately \)[premium amount].”（保险费由几个因素决定，包括货物类型、运输路线、保险类型和保险金额。一般来说，运输路线的风险越高，货物价值越高，保险费就越高。例如，如果货物是易碎物品，或者运往政治或安全条件不稳定的地区，保险费会相对较高。一般货物在一切险下的保险费率可能约为保险金额的[X]%。所以，如果保险金额为10,000 美元，保险费大约为[保险费金额] Dollar) .

理赔流程讲解：“In the unlikely event that your goods are damaged or lost during transportation and you need to file a claim, first, you should immediately notify the insurance company and us. The insurance company will then send an inspector to assess the damage or loss. You need to provide relevant documents, such as the insurance policy, the bill of lading, the commercial invoice, and the inspection report of the damaged goods. After the insurance company verifies the claim, if it is within the scope of insurance liability, they will calculate the compensation amount according to the terms of the insurance policy and pay the compensation to you in a timely manner. Usually, the claim - handling process takes about [number of days] days, but it may vary depending on the complexity of the case.”（万一您的货物在运输过程中损坏或丢失需要索赔，首先，您应立即通知保险公司和我们。然后保险公司会派检验员评估损失情况。您需要提供相关文件，如保险单、提单、商业发票和受损货物的检验报告。保险公司核实索赔后，如果在保险责任范围内，他们将根据保险单条款计算赔偿金额，并及时向您支付赔偿款。通常，理赔流程大约需要[天数] 天，但可能会因案件的复杂程度而有所不同） 。

（三）清关指导话术

所需文件告知：“Dear customer, for the customs clearance process, you will need to prepare several important documents. Firstly, a commercial invoice, which should clearly state the details of the goods, including the product name, quantity, unit price, and total value. Secondly, a packing list, listing the contents of each package, such as the number of items, the weight, and the volume of each package. A bill of lading (for ocean freight) or an airway bill (for air freight) is also essential, as it serves as a receipt for the goods and evidence of the transportation contract. In addition, depending on the nature of the goods and the destination country's regulations, you may need to provide a certificate of origin to prove where the goods are produced. For some special products, like food or medical devices, there may be additional certificates or licenses required, such as a food safety certificate or a medical device registration certificate.”（尊敬的客户，对于清关流程，您需要准备几份重要文件。首先是商业发票，上面应清楚地注明货物的详细信息，包括产品名称、数量、单价和总价值。其次是装箱单，列出每个包装的内容，如每个包装内的物品数量、重量和体积。提单（海运时）或空运提单（空运时）也至关重要，因为它是货物的收据和运输合同的证明。此外，根据货物的性质和目的国的法规，您可能需要提供原产地证书以证明货物的产地。对于一些特殊产品，如食品或医疗器械，可能还需要其他证书或许可证，如食品安全证书或医疗器械注册证书） 。

清关流程解释： “The customs clearance process generally goes like this. First, the goods arrive at the destination port or airport. Then, the customs will conduct a document review. They will check the documents you provided to ensure that the information is accurate and complete, and that the goods comply with the import regulations of the destination country. After the document review, the customs may conduct a physical inspection of the goods. This is to verify that the actual goods match the information on the documents. If the goods pass the inspection and all the taxes and duties are paid (the customs will calculate the taxes based on the type and value of the goods), the customs will issue a release notice, and the goods can then be picked up and transported to your final destination. However, different countries may have some differences in the specific procedures, so it's important to be familiar with the local customs regulations in advance.”（清关流程一般是这样的。首先，货物到达目的港或机场。然后，海关会进行文件审核。他们会检查您提供的文件，以确保信息准确完整，并且货物符合目的国的进口法规。文件审核后，海关可能会对货物进行实物检查。这是为了核实实际货物与文件上的信息是否一致。如果货物通过检查并且所有税费都已缴纳（海关会根据货物的类型和价值计算税费），海关将发出放行通知，然后货物就可以提取并运输到您的最终目的地。不过，不同国家的具体程序可能会有一些差异，所以提前熟悉当地海关法规很重要） 。

可能遇到的问题及解决方法：“During the customs clearance process, there may be some issues. For example, if the documents are incomplete or inaccurate, the customs may delay the clearance or even reject the goods. In this case, you need to quickly supplement or correct the documents according to the customs' requirements. If the customs find that the goods do not meet the relevant quality or safety standards, they may require additional inspections or even confiscate the goods. To avoid this, it's crucial to ensure that your goods comply with the destination country's standards before shipment. Another common problem is the issue of taxes and duties. Sometimes, the calculated taxes may be higher than expected. If you have any questions about the tax calculation, you can consult a professional customs broker or contact the local customs directly to understand the specific tax policies and regulations. In any case, we will do our best to assist you in handling these issues and ensure the smooth customs clearance of your goods.”（在清关过程中，可能会出现一些问题。例如，如果文件不完整或不准确，海关可能会延迟清关甚至拒收货物。在这种情况下，您需要根据海关要求迅速补充或更正文件。如果海关发现货物不符合相关质量或安全标准，他们可能会要求进行额外检查甚至没收货物。为避免这种情况，在发货前确保您的货物符合目的国的标准至关重要。另一个常见问题是税费问题。有时，计算出的税费可能比预期的高。如果您对税费计算有任何疑问，可以咨询专业的报关行或直接联系当地海关，了解具体的税收政策和法规。无论如何，我们将尽力协助您处理这些问题，确保您的货物顺利清关） 。

八、支付环节风险控制话术

（一）信用证条款话术

信用证种类介绍：“Dear customer, there are several types of letters of credit. The most common ones are irrevocable letters of credit. Once an irrevocable L/C is issued, it cannot be unilaterally modified or revoked by the issuing bank during the validity period without the consent of all parties involved. This provides a high - level of security for both the buyer and the seller. For example, if you are the buyer and issue an irrevocable L/C, the seller can be assured that as long as they meet the requirements of the L/C, they will receive payment. Another type is the confirmed letter of credit. In this case, in addition to the issuing bank's payment guarantee, a second bank (the confirming bank) also guarantees payment. This is especially useful when the seller has concerns about the creditworthiness of the issuing bank, as it adds an extra layer of security.”（尊敬的客户，信用证有几种类型。最常见的是不可撤销信用证。一旦不可撤销信用证开立，在有效期内未经所有相关方同意，开证行不能单方面修改或撤销。这为买卖双方都提供了高水平的保障。例如，如果您是买方并开具不可撤销信用证，卖方可以放心，只要他们满足信用证的要求，就会收到付款。另一种类型是保兑信用证。在这种情况下，除了开证行的付款保证外，另一家银行（保兑行）也对付款进行担保。当卖方对开证行的信誉有疑虑时，这种信用证特别有用，因为它增加了额外的保障） 。

开证流程说明：“The process of opening a letter of credit starts with you, the applicant (usually the buyer). You need to fill out an application form at your bank, specifying all the details such as the amount, the description of goods, the shipping date, and the required documents. The bank will then review your application and your creditworthiness. If everything is in order, the bank will issue the L/C according to your instructions. After that, the L/C will be sent to the beneficiary (usually the seller) through a correspondent bank, which is often the advising bank. For example, if you are importing goods from China, your bank in [your country] will issue the L/C, and it may be advised to the Chinese seller through a well - known international bank with branches in both countries.”（开立信用证的流程从您，即申请人（通常是买方）开始。您需要在您的银行填写一份申请表，详细说明所有细节，如金额、货物描述、装运日期和所需单据。然后银行会审核您的申请和您的信用状况。如果一切正常，银行将根据您的指示开立信用证。之后，信用证将通过代理行（通常是通知行）发送给受益人（通常是卖方）。例如，如果您从中国进口货物，您在[您的国家] 的银行将开立信用证，它可能会通过一家在两国都有分支机构的知名国际银行通知中国的卖方） 。

审核要点沟通：“When you receive the letter of credit, it's crucial to review it carefully. First, check if all the terms and conditions match the sales contract. For example, the description of goods, quantity, price, and delivery date in the L/C should be exactly the same as those in the contract. Also, pay attention to the documents required. Make sure that you can provide all the documents specified in the L/C on time. For instance, if the L/C requires a certificate of origin issued by a specific chamber of commerce, you need to ensure that you can obtain such a certificate. Additionally, check the validity period of the L/C and the place of expiry. A short validity period may cause problems if there are any delays in the production or shipment process.”（当您收到信用证时，仔细审核它至关重要。首先，检查所有条款和条件是否与销售合同相符。例如，信用证中的货物描述、数量、价格和交货日期应与合同中的完全一致。同时，注意所需的单据。确保您能够按时提供信用证中规定的所有单据。例如，如果信用证要求由特定商会出具的原产地证书，您需要确保能够获得这样的证书。此外，检查信用证的有效期和到期地点。如果生产或装运过程有任何延误，较短的有效期可能会引发问题） 。

注意事项强调：“There are several important points to note about letters of credit. One of the key aspects is to avoid so - called'soft clauses'. These are clauses that make the payment under the L/C conditional on certain actions or approvals from the applicant or other third parties. For example, a clause stating that the shipment can only be made after the applicant's inspection and approval, which gives the applicant too much control and may put the seller at risk. Also, be aware of the fees associated with L/C transactions. There are usually fees for opening the L/C, amendment fees if there are any changes to the L/C terms, and other charges such as negotiation fees and reimbursement fees. It's advisable to clarify these fees with your bank in advance to avoid any unexpected costs.”（关于信用证有几个重要的注意事项。其中一个关键方面是要避免所谓的“软条款”。这些条款使信用证项下的付款取决于申请人或其他第三方的某些行动或批准。例如，规定只有在申请人检验并批准后才能装运的条款，这给予申请人过多的控制权，可能使卖方处于风险之中。另外，要注意信用证交易相关的费用。通常有开证费，如果信用证条款有任何更改，还有修改费，以及其他费用，如议付费和偿付费。建议您提前与银行澄清这些费用，以避免任何意外成本） 。

（二）TT 支付注意事项话术

预付款比例协商：“Dear customer, regarding the TT payment method, we usually require a certain percentage of advance payment. A common practice is to ask for 30% of the total order amount as an advance payment. This advance payment serves as a commitment from your side and also helps us start the production process smoothly. For example, if the total value of your order is \(10,000, the advance payment would be \)3,000. However, we are also open to negotiation on the advance payment percentage based on our mutual trust and the specific circumstances of the order. If you have any concerns or other ideas, we can discuss them further.”（尊敬的客户，关于电汇付款方式，我们通常要求一定比例的预付款。常见的做法是要求订单总金额的30% 作为预付款。这笔预付款是您方的一种承诺，也有助于我们顺利启动生产流程。例如，如果您的订单总价值为10,000 美元，预付款将为3,000 美元。不过，基于我们的相互信任和订单的具体情况，我们也愿意就预付款比例进行协商。如果您有任何顾虑或其他想法，我们可以进一步讨论） 。

尾款支付时间明确：“As for the remaining balance payment, in most cases, we expect it to be paid before the shipment or upon the receipt of the shipping documents, such as the bill of lading copy. This ensures that we can release the goods to you in a timely manner and also guarantees our financial security. For example, once the goods are ready for shipment and we provide you with the bill of lading copy, you can make the payment of the remaining 70% of the order amount. But if you have a different preference for the payment time, like a short - term credit period, we can consider it depending on your creditworthiness and our business relationship.”（至于尾款支付，在大多数情况下，我们期望在装运前或收到运输单据（如提单副本）时支付。这确保我们能够及时向您发货，也保障我们的资金安全。例如，一旦货物准备好装运，我们向您提供提单副本，您就可以支付订单金额剩余的70%。但如果您对付款时间有不同的偏好，比如短期信用期，我们可以根据您的信誉和我们的业务关系来考虑） 。

银行手续费承担说明： “Regarding the bank handling fees for TT payments, it's important to clarify who will bear the fees. Generally, the fees are borne by the sender and the recipient respectively for the transactions within their own banks. For example, when you make the TT payment from your bank, your bank may charge a certain handling fee, which is your cost. And when our bank receives the payment, there may also be some fees on our side. To avoid any misunderstandings, we can specify in the contract which party is responsible for which part of the fees. If you have any special requests or if you want to negotiate on the fee - bearing arrangement, we can have a detailed discussion.”（关于电汇付款的银行手续费，明确由谁承担费用很重要。一般来说，手续费由汇款方和收款方在各自银行的交易中分别承担。例如，当您从您的银行进行电汇付款时，您的银行可能会收取一定的手续费，这是您的成本。当我们的银行收到款项时，我们这边也可能会有一些费用。为避免任何误解，我们可以在合同中明确哪一方负责哪部分费用。如果您有任何特殊要求，或者想就费用承担安排进行协商，我们可以详细讨论） 。

九、售后维护话术

（一）退换货处理话术

确认退换货请求：“Dear customer, thank you for contacting us. We have received your request for return or exchange. First, could you please confirm the order number? And briefly describe the problem you encountered with the product.”（尊敬的客户，感谢您与我们联系。我们已收到您的退换货请求。首先，您能否确认一下订单号？并简要描述一下您遇到的产品问题） 。

阐述退换货政策：“According to our return and exchange policy, if the product has quality problems, we will accept the return or exchange within [number of days] days after you receive the goods. For non - quality - related returns, such as wrong size selection, as long as the product is in its original condition, with all tags and packaging intact, we can also process the return or exchange, but you may need to bear the return shipping cost.”（根据我们的退换货政策，如果产品存在质量问题，在您收到货物后的[天数] 天内，我们将接受退换货。对于非质量问题的退货，比如选错尺寸，只要产品保持原始状态，所有标签和包装完好，我们也可以办理退换货，但您可能需要承担退货运费） 。

提供退换货流程指导： “If your return or exchange request is approved, here is the process. First, please print out the return label we will send you. Then, carefully pack the product in its original packaging. After that, drop off the package at the designated courier service point. Once we receive the returned product and verify its condition, we will process the refund or exchange for you within [number of days] working days.”（如果您的退换货请求被批准，流程如下。首先，请打印出我们将发送给您的退货标签。然后，将产品仔细包装在原始包装中。之后，将包裹送到指定的快递服务点。一旦我们收到退回的产品并核实其状况，我们将在[天数] 个工作日内为您办理退款或换货） 。

责任界定沟通： “If the problem is due to our product quality issues, we will be responsible for all the costs, including return shipping and replacement product shipping. However, if it is determined that the problem is caused by improper use on your part, such as damage caused by incorrect operation, we may not be able to cover all the costs. But we will still do our best to find a reasonable solution for you.”（如果问题是由于我们的产品质量问题导致的，我们将承担所有费用，包括退货运费和更换产品的运费。但是，如果确定问题是由您的不当使用造成的，比如因操作不当导致的损坏，我们可能无法承担所有费用。但我们仍会尽力为您找到合理的解决方案） 。

（二）客户投诉应对话术

安抚客户情绪： “Dear customer, we are extremely sorry to hear about the problem you encountered. We fully understand your frustration and disappointment. Please rest assured that we will do everything in our power to solve the problem for you.”（尊敬的客户，听到您遇到的问题，我们万分抱歉。我们完全理解您的沮丧和失望。请放心，我们会竭尽全力为您解决问题） 。

了解投诉原因：“Could you please describe the problem in detail? When did you notice the issue? And what exactly happened? The more information you can provide, the better we can understand the situation and find a solution.”（您能否详细描述一下问题？您什么时候发现这个问题的？具体发生了什么？您提供的信息越多，我们就越能了解情况并找到解决方案） 。

提出解决方案：“After carefully analyzing the situation, we propose the following solution. If it's a product quality problem, we will immediately arrange for a replacement or a full refund, depending on your preference. If it's a service - related issue, we will take steps to improve our service and provide you with compensation, such as a discount on your next order. What do you think of this solution?”（在仔细分析情况后，我们提出以下解决方案。如果是产品质量问题，我们将根据您的偏好立即安排更换或全额退款。如果是服务相关问题，我们将采取措施改进我们的服务，并为您提供补偿，例如下次订单的折扣。您觉得这个解决方案怎么样？） 。

跟进处理结果：“We will closely monitor the progress of the solution implementation. Once the problem is resolved, we will contact you to confirm whether you are satisfied with the result. If you still have any concerns or new problems, please don't hesitate to let us know. We are committed to ensuring your satisfaction.”（我们会密切关注解决方案的实施进度。问题解决后，我们会与您联系，确认您是否对结果满意。如果您仍然有任何顾虑或新问题，请随时告知我们。我们致力于确保您满意） 。

（三）长期关系维护话术

节日问候话术：“Dear [customer name], [Festival name] is around the corner. On behalf of [company name], I would like to send you our warmest greetings and best wishes. May this festival bring you joy, health, and prosperity. Thank you for your continuous support and cooperation. Looking forward to more pleasant cooperation in the future.”（尊敬的[客户姓名]，[节日名称] 即将来临。我谨代表[公司名称] 向您致以最诚挚的问候和最美好的祝愿。愿这个节日给您带来欢乐、健康和繁荣。感谢您一直以来的支持与合作。期待未来有更多愉快的合作） 。

新品推荐话术：“Dear customer, we are excited to introduce our new - launched [product name] to you. This product is the result of our latest R & D efforts and features [list the new features]. It has received positive feedback from our test users. We believe it can bring more value to your business. If you are interested, I can send you more detailed information and samples.”（尊敬的客户，我们很高兴向您介绍我们新推出的[产品名称]。这款产品是我们最新研发的成果，具有[列出新特性]。它已经收到了测试用户的积极反馈。我们相信它能为您的业务带来更多价值。如果您感兴趣，我可以给您发送更详细的信息和样品） 。

定期回访话术：“Dear [customer name], it's been a while since our last cooperation. We would like to conduct a follow - up to see how our products are performing for you. Are you satisfied with the product quality and service? Do you have any suggestions or new requirements? Your feedback is very important to us, as it helps us improve our products and services.”（尊敬的[客户姓名]，距离我们上次合作已经有一段时间了。我们想进行一次回访，了解我们的产品在您那里的使用情况。您对产品质量和服务满意吗？您有任何建议或新的需求吗？您的反馈对我们非常重要，因为它有助于我们改进产品和服务） 。

外贸话术库使用说明：

1. 根据客户所在国家调整贸易术语（如欧洲常用CIF，中东常用FOB）

2. 重要沟通需通过邮件确认，避免口头承诺

3. 建立客户档案，记录每次沟通关键点

4. 定期更新行业数据，保持话术专业性

建议外贸新人结合企业实际业务流程，将上述模板与AB客CRM 系统（免费）结合使用，逐步建立个性化的话术库。